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The State of Digital CX 2023: Survey Analysis

Aims to help readers uncover the technologies that are creating connected customer experiences, determine the barriers to digital CX advancement, and understand the strategies enabling companies to succeed in their digital CX efforts.

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ICT Enterprise Insights: Customer Engagement – 2023

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Workforce Engagement Management Forecast – 2022–27 Data

This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.

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Global Contact Center Market Forecast – 2020–26

This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid). 

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2023 Trends to Watch: Customer Engagement

Omdia predicts the customer engagement market will focus on automation and intelligence to enable precise decision-making. The changes will primarily focus on moving data to the center of customer engagement architecture to enable real-time, AI-powered insights. This trend will prompt consolidation of customer-facing interfaces, as enterprises seek unification of systems and applications that surface the data. 

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CX Cloud from Genesys and Salesforce converges CCaaS and CRM

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Market Landscape: Evolving the Contact Center in 2023 and Beyond

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The State of Digital CX 2023: Survey Analysis

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Workforce Engagement Management Forecast – 2022–27 Analysis

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The Analyst Team
Mila D'Antonio

Principal Analyst, Customer Engagement

Mila D'Antonio
David Myron
David Myron

Principal Analyst, Customer Engagement

David Myron
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